Complaints

This profile includes complaints for Lakeside Pools & Spas's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Lakeside Pools & Spas

  1770 Bath Rd Kingston, ON K7M 4Y2

• 

  Lakeside Pools & Spas

  Unit 8 225 Gore Rd Kingston, ON K7L 5H6

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:22/09/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In August 2021 I purchased a Maax spa from Lakeside. It arrived defective and unable to operate as the *** screen that runs the entire machine was water damaged. I asked them to remove the tub and replace it or refund me as I would not accept a tub that was broken and they advised they would not remove it and I would have to file a warranty replacement part. As they would not remove the tub I was forced to do a warranty parts on my brand new tub. I noticed a crack in the tub and spent months following up with Lakeside for a warranty repair kit, as they told me they submitted for it. So I worked with ****, as Lakeside wouldnt help, they responded and advised me that only the week prior did they get the warranty request and they had already fulfilled. Lakeside lied to me. The pump went, then the mother board went, then the pump we again, then the electrical went. Each time I had a problem I once again asked them to remove the tub and either replace it or refund me. I told ***** this was too many warranty exchanges for a brand new tub and he needed to replace the tub at this point. It was not right that he delivered a defective tub, and refused to exchange or refund it, he has business insurance for situation like this and he needs to use it. He advised his store was not doing well, he couldnt keep employees and COVID was really hard. So he said he would try and do a warranty exchange with Maax for the whole tub. Next day I went to my Dr ****** and saw the grand opening of his new store on the east side! June 1, 2023 I was approved for a warranty replacement spa by ****, and they advised ***** would let me know when it arrived. I have been trying since June to get in contact with ***** to get an update on my spa, I have gone to the store, I have left messages, I have emailed. I finally went directly to **** only to be told that ***** has never sent them the paperwork to start my warranty exchange.

  Business Response

  Date: 19/10/2023

  Lakeside Pools *** is responding directly to the complainant.
  Complainant answers e-mail but refuses phone calls.

  Customer Answer

  Date: 19/10/2023

   
  Complaint: 20642891
  
  Please note that ***** has not attempted to contact me by phone, he has contacted me via email which I have expressed is my preferred method of communication so that there are records and no misunderstandings. 

  While ***** has emailed me, he has refused to address or acknowledge any of my concerns, other then to aggressively ask me to remove my review, cancel the BBB and have me sign a document that is not legal. 

  ***** is currently in possession of my replacement tub, Maax has on multiple occasions appealed to him to work with me and release the tub to me, but he refuses to do so unless I sign a document, attached. 

  I have advised him I am willing to sign 1-4 but the rest of the points I am not willing to sign. I have also advised him I am willing to remove the reviews and BBB if he will address my concerns and complaints and acknowledge the issues I have had with him company, however he refuses to do so. 
  

  ***** is attempting to bully me into giving up my rights by with holding my legal property from me. 

  I would like ***** to deliver the tub as he is being advised to do so by **** and address my concerns and request for financial compensation for the 14 months, (now 15 months and will continue to increase the longer this goes on), I was unable to fully enjoy my tub due to his company not filing warranty claims properly, and not responding to Maax requests for proper filing. 

  ***** has repeatedly claimed I am trying to destroy his business. If I was I would updated my review to reflect his emails, that he is aggressive, bullying me, threatened me by telling me "its in my best interest", withholding my legal registered property that I paid for, and asking me to sign a document that is not legal. I am also hoping that ***** will do the right thing and honor his contract and deliver the hot tub, I have engaged police and a lawyer and am holding off on pursuing charges as I am willing to work with *****, but his refusal to work with me or even acknowledge my concerns is unacceptable from a business. 

  My whole experience with his business has been unacceptable. 

  Sincerely,
  
  ***********************

• Initial Complaint

  Date:31/08/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sent an email characterizing my concerns. Provided below. They have double charged for "leaving the building" and "diagnosing the problem" when both of these tasks were completed during the 1hr service call (that was covered by the warrantee). The email contentions were confirmed.
  
  Email exchange on August 31st 2022.
  
  Email Sent
  
  Thank you.
  
  So to be clear, the warrantee covered the 1hr of service. Clearly, you cannot conduct service without leaving the office nor diagnosing the problem.
  
  So, the warrantee covers leaving the office for service but not diagnosis. This statement remains true even though the office was only left once.
  
  The diagnosis occurred within the 1hr already covered for service, and the same people conducted both diagnosis and service, so you are charging an hour of service and a separate charge for diagnosis although both happened within the same hour.
  
  By confirming the above, you are agreeing that you have charged twice for tasks implicit to the repair task within the same hour that was covered by the warrantee.
  
  *****
  
  Email Response
  
  The warranty only covers service performed after the point of diagnosis.
  The warranty does not cover any portion of call outs or diagnoses.
  This is true across most businesses, similar to how your automotive warranty would not cover the initial inspection.
  The rate of $80 covers the Call Out and Diagnosis, and the first hour of labour is provided at a discounted rate. Additional hours are charged at $139/h.

  Business Response

  Date: 01/09/2022

  It is my opinion that this customer is unhappy with our handling of the repairs to his hot tub.

  Lakeside pools made several concessions in an effort to appease this customer however instead of appreciating our generosity, they continue to attempt to vilify our company's position.

  1. The warranty is with the manufacturer not Lakeside Pools.

  2. Lakeside pools works within the terms of the warranty program.

  3. Coast does not cover travel expenses, shipping of parts or admin expenses. Further they do not cover trips to diagnose problems.

  4. Lakeside pools does not carry all parts for all spas made during the past five years, therefore extra trips are necessary and chargeable.

  It Is very clear in the attached warranty that the manufacturer only covers the cost to remove and reinstall a part which is covered by warranty.

   

  "There will be no charge for parts or
  labor to repair the defect if the defect is determined to be covered under the terms and conditions of this written limited warranty, although providing access to affect the repair is the responsibility
  of the spa owner. You may be assessed reasonable repair person travel charges and administration fees."

  Customer Answer

  Date: 01/09/2022

  
  
  ********** ********
  
  
  
  I am rejecting this response because:

  
  

  The original invoice 4783 was for $184.19. This was charged after one or two (I can't remember exactly) promised service calls were unattended (although work was taken off to be home). A call was made on Friday, August 26th indicating that the repair would be on Monday. This appointment was also not attended. The repair folks showed up just after 1400hrs on August 30th unannounced. I was busy and could not attend to individuals who did the repair. The repair people were at my home for less then one hour. I spoke briefly to them and they said it was a minor repair. No diagnostic trip (other than the service call itself) was made. The original invoice included parts. Potentially the part needed to be picked-up, but it is unlikely that this cost extended to this price. When I wrote wondering if it was under warranty I received no explanation only an email with an invoice that was half the cost. When I asked (per pervious message) what the charges were for there was no explanation for why one trip had diagnostic charges (nor any of the specifics of costs provided in the response to my concern). 

  
  

  I provided an honest, direct, and professionally worded review and a one star rating on google. "Be careful with
  this business. Very nice people. However, we purchased a hot tub in 2021. It
  has broken multiple times. Twice when it was fixed (under warrantee) we were
  charged full price. This was only reverted when we complained. Only yesterday
  they came for 1hr, completed a minor repair (under warrantee), and proceeded to
  charge us for a "call out fee" and a "diagnosis fee". They
  came only once, fixed the problem in about 25 minutes. The call out nor the
  diagnosis occurred separate from fixing the problem". This message honestly reflected our experience and concerns.

  
  

  I was accused of commenting on the businesses integrity and was told that I was being disgusting. I was then told that "It's
  unfortunate for us that we made concessions to appease you. We should have just
  charged you accordingly and left it at that." I can only assume that this indicates that we should have been charged $184.94 for an invoice that included the parts and diagnosis charges. I do not think this fits with what is meant by what a "reasonable repair person travel charges and administration fee[s]", especially when the part was charged. See full transcript of response below.

  
  
  
  

  I have no choice but to continue working with this company until my warranty period is up. I do fear that there will be reprisals for indicating my concerns. I paid this invoice, and do not want a refund. I also want no concessions from this business. I will pay you the full fee (please send invoice). However, when I make others aware that you are charging for parts and $184.19 for a warranty service call, and provide a rating that I believe is reasonable, I would ask that you do not resort to public shaming. Rather, that you defend yourself with the facts, and defend how the costs for this service charge is reasonable.

  
  

  
  
  Sincerely,
  
  
  
  ***** ****

  
  

  ****,
  despite our efforts to appease you by removing call out fees and Reducing
  callout costs in half, you still feel that we deserve a one star review.
  
  Lakeside Pools is the only hot tub retailer that offers a 3 month valet service
  to assist at no charge.
  
  Hot tub manufacturers allow a small compensation for the time to take a part
  out and replace it only. They never cover travel time, trucks, gas, insurance,
  labour for two people, and all of the additional costs of running a sales and
  service business.
  
  It's unfortunate for us that we made concessions to appease you. We should have
  just charged you accordingly and left it at that.
  
  Your comment regarding our integrity is disgusting and uncalled for. We have
  never misled any customers with regards to warranty. The manufacturers warranty
  is in black and white for all to read.
  
  I'm proud of our sales and service team and their efforts to serve our
  customers.
  
  Your attempt to damage our reputation is unwarranted.